Actions after Request Off Hold Query

[SJEaton]

Hi

This is a long shot but, if a request is on hold until a certain date/time and then it generates an auto-email when it comes off hold automatically, is there a way of not sending that auto=email if the request is taken off hold manually by the request owner?

Sam 

[Victor]

16 minutes ago, SJEaton said:

is there a way of not sending that auto=email if the request is taken off hold manually by the request owner?

Yes... you need to play around with sub-statuses for this and branch based on these...

[SJEaton]

Hi @Victor, ok. I've never played with sub-statuses yet so will need to read up on them.  Any pointers to speed up my learning much appreciated.

Sam  

[Victor]

@SJEaton -  you can read about them here: https://wiki.hornbill.com/index.php/Request_Sub-statuses

Basically, because you can have a sub-status when a request comes automatically of hold and another sub-status following a customer response (this can be an email applied to a request automatically or manually, a customer updating the request on portal or the analyst taking the request off hold manually) you could use this in decisions in the business process...

[SJEaton]

Hi @Victor, 

On 2/4/2019 at 12:58 PM, Victor said:

and another sub-status following a customer response (this can be an email applied to a request automatically or manually, a customer updating the request on portal or the analyst taking the request off hold manually) you could use this in decisions in the business process...

The sub status I want when an analyst takes a request off hold manually is only relevant to a particular catalog item in the service so I'm concerned it will impact on requests raised in other catalog items incorrectly?

I also don't understand how I build the sub status into the business process if my Suspend and Wait For Request Off Hold node is intercepted (ie taken off hold manually).  Can you provide an example please?

Thanks

Sam 

[SJEaton]

Hi @Victor, a gentle prod re my post above, thanks

Sam

[Victor]

@SJEaton - I'll get back to you on this as soon as possible...

[Victor]

@SJEaton - I haven't forgotten about this is just I had little time to look into it... I will get on this as soon as possible...

[SJEaton]

I'd really appreciate it @Victor as I really do need to get this process finished. Thanks

Sam 

[Victor]

@SJEaton - can you PM me a copy of the process you are using please?

[Victor]

To close this off, we advised on a working process that achieves what you need  

[SJEaton]

Yes, thank you @Victor